FAQ

What is your return policy?
We offer a 30-day change-of-mind return window, which means you have 30 days from the date of receiving your item to initiate a return. Items must be unworn and unwashed, with all tags attached. For hygiene reasons, underwear, swimwear (including bikinis and swim shorts) and bodysuits cannot be returned or exchanged, unless the item arrives damaged, faulty, or incorrect. Return shipping costs are the responsibility of the customer. If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery and we will arrange a replacement free of charge. Once we receive your return, we will process your refund within 7–14 business days.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). If a product you purchased has a problem covered by a consumer guarantee under the ACL, please see "What should I do if I received a damaged or incorrect item?" below. For further details, please refer to our Return Policy.

How do I return an item?
To initiate a return, please contact us by email at info@elly-boutique.com with your order number. We will provide you with return instructions and a shipping address. Only send your return to the address we email you. Returns sent to the address on the original packaging or to the company or warehouse address on our website cannot be processed or refunded. For change-of-mind returns, items sent back without prior contact will not be accepted; this does not affect your rights under the Australian Consumer Law where a product has a problem.

What are the shipping costs?
We offer free shipping on all orders within Australia — no minimum order value required.

Do you ship internationally?
We currently only ship within Australia.

How can I track my order?
As soon as your order is shipped, you will receive a confirmation email with your tracking number, which you can use to monitor the status of your delivery via our tracking page on the Elly Boutique website.

What payment methods do you accept?
We accept the following payment methods: credit and debit cards (Visa, Mastercard, Maestro), mobile payments (Apple Pay, Google Pay), and Shop Pay. All transactions are processed through Shopify's secure, encrypted checkout system.

How long does order processing take?
Orders are typically processed within 1–3 business days. After dispatch, delivery usually takes 6–11 business days. The total estimated delivery time is therefore 7–14 business days.

Can I cancel my order?
You may cancel your order within 15 minutes of placing it. To cancel, please contact us immediately at info@elly-boutique.com.

What if my order hasn't arrived?
If your order has not arrived within the expected timeframe, please contact us at info@elly-boutique.com. We will investigate the matter with our courier partner and work to resolve it as quickly as possible. If the package is confirmed lost in transit, we will offer a replacement or refund, in line with your rights under the Australian Consumer Law.

What should I do if I received a damaged or incorrect item?
Please carefully inspect your order upon delivery. Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If your item arrives defective, damaged, or incorrect (wrong size, colour, or style), you are entitled to a repair, replacement, or refund, depending on whether the failure is major or minor. Please contact us at info@elly-boutique.com within 7 days of delivery with clear photos of the issue, and we will resolve the matter promptly in accordance with your consumer rights.

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